Why was my order canceled?

Your order may appear as canceled without you having requested it.

Payment not completed

CREDIT CARD

Your order is usually canceled ifauthentication (3DS) fails:

You did not confirm the transaction on your bank's interface at the end of the payment process.
Or an unstable connection or technical problem interrupted the process.

→ There is no risk of double billing. You can simply place your order again, making sure to complete all the steps of the credit card payment process.

PAYMENT IN INSTALLMENTS

Your order may have been canceled if:

You did not provide all the necessary supporting documents.
Or ifthey were rejected by our partner.

→ In this case, simply place your order again, attaching the valid documents required for payment in 3 or 4 installments with Alma or payment in 3 installments with Klarna.

BANK TRANSFER

Your order may have been canceled if:

You did not make the transfer within 15 days.
Or if it could not be correctly identified.

→ If you did not make the payment, simply place your order again by following the procedure for payment by bank transfer.

→ If you had made the transfer, send us proof of transfer so that our accounting department can identify it and reconcile it.

CREDIT OR GIFT CARD

Your order may also be canceled if its amount exceeds the balance of your credit or gift card andno other payment method has been used to complete the payment.

→ You can renew your order immediately by completing the payment if necessary. Your credit or gift card will be automatically recredited.

Unavailability of the item

In rare cases, an order may also be canceled if the item(s) it contains become permanently unavailable.

→ If we are unable to fulfill your order, our team will offer you a suitable solution before canceling it, or will inform you as soon as possible so that you can make other arrangements.